Customer Service Policy

Service Philosophy

At Touchlandmart, we believe that exceptional customer service is the cornerstone of our relationship with you. As a brand dedicated to sensorial on-the-go essentials, we strive to deliver a service experience that matches the quality of our hand mists, body, and hair fragrances—blending professionalism with warmth, and efficiency with care. Our goal is to ensure every interaction with our team leaves you feeling valued, heard, and confident in your choice of Touchlandmart. We are committed to resolving your concerns with transparency, empathy, and a solutions-oriented approach, fostering trust that extends beyond your purchase.

Service Scope & Responsibilities

Our customer service team is here to assist you with all aspects of your Touchlandmart experience, including but not limited to:
  • Order-related inquiries: Tracking updates, processing status, shipping adjustments, and order modifications (where feasible before dispatch).
  • Product information: Details on ingredients, fragrance notes, usage guidelines, skin compatibility, and product care.
  • Returns & refunds: Guidance on initiating returns, refund processing status, and resolution of return-related issues (aligned with our Refund Policy).
  • Shipping support: Assistance with delivery delays, missing packages, damaged shipments, and expedited shipping inquiries (consistent with our Shipping Policy).
  • Account management: Help with account registration, login issues, personal information updates, and order history access.
  • Feedback & complaints: Prompt handling of your suggestions, concerns, or complaints to ensure resolution and continuous service improvement.
  • Promotional & policy clarifications: Explanations of ongoing promotions, discount codes, and updates to our policies.
We prioritize the safety and satisfaction of our customers, especially given the sensorial nature of our products. For inquiries related to skin sensitivity or product reactions, our team will provide personalized guidance and support to address your concerns.

Contact Channels & Response Times

We offer a convenient, accessible channel for you to reach our customer service team, ensuring you can connect with us in a way that suits your needs:

Primary Contact Channel

Email: Reach us at press@touchlandmart.com for all inquiries, feedback, or requests. This channel allows us to thoroughly review your concerns and provide detailed, tailored responses.

Response Time Commitments

We are dedicated to responding to your inquiries in a timely manner, with the following service standards:
  • General inquiries (product information, account help, policy clarifications): Response within 24-48 business hours.
  • Urgent matters (missing packages, damaged products, time-sensitive order issues): Priority review with a response within 12 business hours.
  • Returns & refunds: Initial acknowledgment within 24 business hours, with resolution updates provided every 48 hours until the matter is closed.
  • Feedback & complaints: Acknowledgment within 24 business hours, with a detailed resolution plan or follow-up within 48 hours.
Please note that response times may be extended slightly during peak seasons, promotional events, or public holidays. We will notify you of any anticipated delays and keep you updated on the status of your inquiry.

Issue Resolution Process

We follow a structured, customer-centric process to resolve issues efficiently and fairly, ensuring consistency across all interactions:
  1. Inquiry Submission: When contacting us, please include your order number (if applicable), full name, contact information, and a detailed description of your issue—including photos or documentation (e.g., damaged product images, shipping labels) where relevant. This helps us expedite the review process.
  2. Acknowledgment & Assessment: Our team will acknowledge receipt of your inquiry within the committed timeframe, verify your information, and assess the issue to determine the appropriate next steps. For complex matters (e.g., persistent delivery delays, product quality concerns), we may conduct additional research with our shipping or quality control teams.
  3. Resolution Proposal: We will provide a clear, actionable resolution based on our policies and your specific situation. Resolutions may include refunds, replacements, store credits, shipping adjustments, or personalized guidance (e.g., for product sensitivity issues).
  4. Implementation & Follow-Up: Once a resolution is agreed upon, we will implement it promptly and provide confirmation (e.g., refund initiation email, replacement shipping tracking number). We will follow up with you to ensure the resolution meets your expectations and that your issue is fully resolved.
  5. Escalation Process: If you are not satisfied with the initial resolution, you may request to escalate your issue to a senior customer service representative. Escalated matters will be reviewed within 24 business hours, with a final resolution provided within 48 hours of escalation.

Service Standards & Guidelines

Our customer service team adheres to strict standards to ensure consistent, high-quality interactions with every customer:
  • Professionalism: All team members are trained to communicate clearly, respectfully, and knowledgeably about our products, policies, and services.
  • Empathy: We recognize that sensorial products are deeply personal, and we approach every concern with understanding—especially for issues related to fragrance preference, skin reactions, or gift-giving occasions.
  • Transparency: We provide honest, clear information about our policies, processing times, and resolution limitations, avoiding misleading or ambiguous communications.
  • Accountability: We take responsibility for our mistakes and work proactively to make things right—whether it’s a shipping error, product defect, or miscommunication.
  • Confidentiality: All personal information shared with our customer service team is handled in accordance with our Privacy Policy, ensuring your data is protected and only used to resolve your inquiry.

Special Considerations for Sensorial Products

Given the unique nature of our hand mists, body, and hair fragrances—including their direct contact with skin and personal scent preferences—we offer additional support for the following scenarios:
  • Skin Sensitivity: If you experience irritation or discomfort after using our products, please contact us immediately. We may request details about your skin type and reaction to provide guidance, and will assist with returns or replacements in line with our Refund Policy—even for gently used products, provided the reaction is documented.
  • Fragrance Preference: We understand that scent is subjective. If a fragrance does not meet your expectations, we will work with you to find a suitable alternative (where available) or guide you through the return process.
  • Product Integrity: If your product arrives with a compromised seal, leakage, or unusual consistency, please take photos of the packaging and product and contact us within 48 hours of delivery. We will arrange for a replacement or refund and cover all associated costs.

Customer Feedback & Continuous Improvement

We value your feedback as a critical tool for improving our products and services. Whether it’s a compliment, suggestion, or complaint, your input helps us refine our offerings and enhance the Touchlandmart experience for all customers.
You may share feedback via email at press@touchlandmart.com, and we regularly review all submissions to identify areas for improvement—from product formulations and packaging to service processes and policy adjustments. We may follow up with you to learn more about your experience and ensure your voice is heard.

Policy Updates & Contact Information

We may update this Customer Service Policy from time to time to reflect changes in our services, industry standards, or customer needs. Any updates will be posted on this page, and your continued use of our website or services constitutes acceptance of the revised policy.
For any questions, concerns, or assistance, please contact our customer service team at:
Email: press@touchlandmart.com
We are committed to providing you with the support you need to enjoy your Touchlandmart sensorial essentials to the fullest.